
Delivering Excellent Customer Experiences
8 hours ago
Manage a team of customer care specialists to deliver end-to-end solutions for the customer journey.
Key Responsibilities- Oversee all aspects of Customer Care (Bookings, Export & Import Docs & FAI) for assigned areas.
- Develop and implement processes and resources to ensure quality deliverables within prescribed timelines.
- Collect and report operational and quality metrics to stakeholders.
- Drive performance and monitor KPIs to guarantee quality delivery in line with Service Level Agreements.
- Collaborate with offsite locations and Regional offices to enhance customer satisfaction levels.
- Graduate/Postgraduate degree in Business Administration or related field.
- Relevant experience of 6-8 years in Sales/Pricing/Customer Service & Operations.
- Strong leadership and team management skills.
- Effective communication skills with stakeholders at all levels.
- Knowledge of Container Shipping Process, World geography, and International rules, regulations, and restrictions.
- Strategic thinking and problem-solving skills.
- Collaborative mindset and ability to build strong relationships.
- Adaptability and flexibility in a dynamic environment.
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